Cera Omdömen 680

On changing from previous care providers, Cera Care arbitrarily changed my call times and stopped my visits to my elderly confused mother, because they " were too busy during the changeover period".

All the main carers mum has are very efficient and caring. They go out the way in many ways . Would like to thank them for the good service they provide

This company has been looking after my nan. We live in Rhyl and never heard of this company in Colwyn Bay but its the Best thing we ever did was make this move for the carers to come and see my nan. She is able to live comfortably in her own home. She has a carer called Az that she really likes. She says hes a lovely young lad and he always gives her respect. The other carers are brilliant with my nan too. They are all professional. If it wasnt for them then my nan would not be able to be at home. Thankyou to the management team that accepted to have my nan and thankyou to all of the amazing carers out there.

I am able to check how my mum is doing whenever I want, which is very reassuring

This company is very good. carers are compassionate and very caring friendly people working at very high standards. Management listen and help staff in a very positive manner.

Cera/Premier Conwy have been caring for my Dad for 3 years now, in his home, and have recently stepped up their care as his needs have increased.
I cannot praise them enough, all the visits happen to schedule, and my dad is very well looked after.
Many of the carers go above and beyond and have a great bond with Dad. I am not local, and often they are Dad's main contact with the outside world. They keep him well hydrated, ensure that he has taken his pills and has eaten something. They will help will many things - including putting new batteries in the remote!
The management team are accessible and very helpful.
These little things really matter, and keep Dad happy in his home for now.
The app helps me keep up to date with each visit report. I simply don't know what I would do without them.

Excellent, caring staff.

Regret to report that our experience of this provider to us of 2 carers 4x a day is that it is led by its own needs rather than those of its clients. Care provision has been consistently erratic and inconsistent in rota planning and timekeeping, and we have had repeatedly to model care needs to a large pool of carers, and intervene. We have in consequence felt unable to plan the simplest things day to day such as mealtimes, and on occasion felt exhausted by supporting the carers (most of whom have been charming, and wanting to help). Further, the carers’ work in our home has been frequently disrupted by their handlers’ intrusive calling the carers about their deployment which is discourteous to us. Finally, the carers have sometimes blamed extremely early or late attendance on other service users who are no business of ours. We have concluded that using this service is not a helpful or sensible way to run down our life savings. The service was, for a fee, brokered by Brighton and Hove City Council. When our concerns have been raised there, we have been told that other providers can be approached, but also, astonishingly, that we should not necessarily expect a more reliable, client-centred service.

After my Dad's stroke, care was arranged by the hospital for 3 times a day. I cannot praise enough how lovely every single one of the carers were. Always a friendly face, time for a chat and general reassurance. Helped with cooking, washing up and giving medication. Thank you

Mum has been in Cera Care for over a year now and I've been continuously impressed by the team that visit. They are all friendly, kind and help Mum meet all her needs. Communication with the office has been efficient and when we encountered issues with one 'bad apple' carer, the matter was swiftly resolved. The carers whose number I have have always been efficient and show Mum great care and consideration and allow her to keep her dignity. I was initially worried as often stories of care companies are not the best, but that's not the case here. I'd highly recommend this team.

I’m a live in carer who has been working with Ceracare company for over a year now and I can confirm that,they have been amazingly helpful and supportive to my role especially Ellie the live in manager. She is very professional and responsible. Overall, the staffs are the best. The weekly supervisions, the calls,the trainings both elearnings and the physical ones have really shaped me and my career.looking forward to a long term partnership

Also known as Mediline and Premier (never a good sign). My mother was not only neglected by this company, their behaviour was at times negligent. No meals, no personal care, missed visits, no schedule, visiting for 15 minutes not 30, speaking to my mother like a child, the condition of the house was described by her friend as a hovel. Fridge full of mouldy food, bins overflowing, medication scattered everywhere, trip hazards when my mum is partially sighted, and now has malnutrition, refusing to allow her to reduce visits and rude and dishonest management. For your health and the health of your loved one, steer clear.

Regarding the response below, I've lost count of the number of times I've spoken to them and the council about the problems I've described.

Breech of GDPR for 2 vulnerable
clients, 4 families.
1 family know, they haven't had the decency to let other family know.
We only had them looking after my mom for 2 weeks and it was 2 weeks of chaos.
Carers late, office staff not informing client or family that on day 4 +they had changed the times slots.
Not fulfilling their job role through the care plan.
Missed medication.
Not leaving with mom, even though everything set up fresh in the kitchen.
Request female staff only.
Male staff sent.
Commode left full, not emptied or cleaned.
Member of staff screaming they would not be entering the building because of the dog one evening then extremely rude to mom and family member.
Care plan states little cuddly dog in home, why send a member of staff afraid of a little dog?
Because all the staff was working off someone else's care plan.
Hence member started to walk away and leave mum's home at night time and not for filling her duties.
A few really nice caring staff but the unskilled, no commen sense staff over shadowed the 2 lovely ones.
We gave them 24hrs notice to cancel the care package, 1 for for Breech of private information, 2 the frustration of timings and lack of care and compassion, 3 the office staff not telling the truth. Never got the opportunity to put in our complaint of the care staff.
Found out since they are given 1 day worth of training.
You do not get what your alicated/ promised on the care plan or the allocated amountof time as they are rushing off to next client.
Please be aware that it's a lot of staff leaving 5 star reviews and some clients and family members.
Be very careful, please do your homework before you accept them into the home.
This company did NOT make life any easier.
And covering a breech of private information is appalling.

Profit over honesty..

I recently joined Cera Care as a Field Care Supervisor at the Westminster HomeCare office in South Bucks. The staff have been so warm and welcoming. They have been so help with supporting me in my new role. I was a Senior Domiciliary Carer with my previous company so I fully understand that the carers need support from the office staff and vice versa.
I would like to give a big shout out to Lucy, Lindsey, Nikki and Kerry who have been so supportive and made me feel like we are all one big team.

Recently joined Westminster Homecare (Cera care), I have enjoyed my experience so far. Everyone is extremely lovely and kind.

Lovely thoughtful carers visiting my mother. The office contacts me to check everything going well. Fab company.

I cannot speak highly enough of the incredible team at Templar Lodge, led by Ashling Roe who support my sister in her supported living. They have been nothing short of life-changing for her — and an enormous source of reassurance for our whole family.

After my dad passed away, my sister continued living independently for a while, but it became clear that she needed more day-to-day support. Since Vera Care at Templar stepped in, the transformation has been remarkable. She now has truly wrap-around care from a team of nine dedicated, compassionate professionals who pay attention to every detail.

She is the healthiest she has been in years and has lost over two stone in a really positive, supported way. The team look after every aspect of her wellbeing — home-cooked meals, routines, personal care, medical needs, and so much valued 1:1 time with her at home and out in the community.

What makes Templar Lodge exceptional is the way they treat her with such dignity, warmth, and genuine affection. They see the whole person, not just the needs. They create structure, stability, and joy in her everyday life.

For us as a family, they have brought peace of mind that words can’t really express. We know she is safe, happy, cared for, and thriving — and that means everything.

Thank you, Ashling and your team at Templar , for all you do. You are truly extraordinary.

I have recently been involved in supporting my client to move to alternative supported living accomodation. Templar Lodge was identified as a placement that would be able to meet the needs of my client. I have worked in-partnership with Ashling, some members of the care team and the client’s family to co-ordinate a planned transition and move to Templar Lodge. This was person-centred to my clients needs and the care team at Templar Lodge were able and willing to make any reasonable adjustments required to achieve positive outcomes.
I have conducted several visits to Templar lodge over the last six months, I always feel that the environment is clean, well-maintained, safe , warm, and inviting. This is exactly how a home should be! When visiting the care team are always approachable and have been able to answer any queries held, demonstrating their understanding, knowledge, dedication, and commitment to their role.
Following a review of my client’s adult care and support needs following the move it is clear that the team at Templar Lodge have worked proactively to ensure that all aspects of my client’s needs are met in full and effectively. My clients parents have advised that they are more than happy with the care and support being provided to their daughter and after many years they are now able to take a step back in terms of their role, as they know that her care and support needs are being met so well, by a care team that are proactive and above all care about the well-being of their daughter. My client also appears very happy and settled in her new home, she has been able to start to have positive relationships with her co-tenants and care team and she is undoubtedly is supported to have a good quality of life. I can sincerely say that if I could replicate Templar Lodge, the care team and the care and support provided for all of my clients that I would be a very happy social worker!

I find the carers are wonderful however, the way they’re booked in leaves them no time to travel and they’re often very late. One call I had booked in for 08.20 turned up at 10.20am giving no reason why she was so late!
I do think this is a management issue, no fault of the carers so hopefully they will look at this issue and address it!
You have asked me for more details. I can only say that I get a roster with times of carer’s visits ( sometimes, not always)and it’s rare that they’re there on time. I am told that they’re not given any time to travel between visits. So, if a carer is very late( more than an hour.). I ring the office to see if theyre ok.
Update: carer booked for 6.55 this morning turned up at 9 am 2 hours late. She said the office changed the time. No one told me!

Absolutely disgusting "care" Company. Inexperienced staff. No respect, no empathy. Uneducated staff.